Service Blueprint Design Customer experience and operational design ‘front and back end’ - PowerPoint PPT Presentation

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Service Blueprint Design Customer experience and operational design ‘front and back end’ PowerPoint Presentation
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Service Blueprint Design Customer experience and operational design ‘front and back end’

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Service Blueprint Design Customer experience and operational design ‘front and back end’
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Service Blueprint Design Customer experience and operational design ‘front and back end’

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  1. Service Blueprint Design Customer experience and operational design ‘front and back end’ 2
  2. Process Mapping Cross functional, multi-organisation, operating models 3
  3. Maturity Modelling Assessing ‘As Is’ and Target ‘To Be’ 4
  4. BenchmarkingBaselining and assessing ‘As Is’ versus possible ‘To Be’ 5
  5. Gap Analysis Baselining and assessing ‘As Is’ versus possible ‘To Be’ 6
  6. Customer Experience Design and DefinitionDesigning customer focussed differentiation 7
  7. Mystery ShoppingUnderstand the competition 8
  8. Survey Design & Analysis Asking the right questions in the right way at the right time 9
  9. User Experience Design Building, launching and managing a customer focused online business 10
  10. User Experience Testing Stress testing against end users 11
  11. Continual ImprovementPushing the boundaries of better 13
  12. Customer Persona DesignBringing your customers to life 14
  13. Content Strategy DesignKnowing what to say, when, how, who to and what to get out of it 15
  14. Customer Promise Design Building organisation wide promises which are operationally measureable 16
  15. Values Design, Testing & Rollout Defining what your business stands for 17
  16. Voice of the Customer Design & Implementation Defining how you will gather, listen, share and act upon feedback 18
  17. Econometric Modelling Identifying and forecasting financial impact of customer experience 19
  18. Multi-channel Strategy Development Improving your capabilities to operate in a multi/omni channel world 22
  19. Stakeholder Mapping Identifying, assessing and planning engagement with colleagues 23
  20. Transformation Planning Planning large scale organisational change 24
  21. Customer Shadowing Existing within customer communities to understand their world 25
  22. Service Staging & Service PrototypingStress-testing new, improved or future products/services in a ‘close-to-real’ environment 26
  23. Business Model DesignDesigning your operational and experience model from scratch 27
  24. Project Management Planning and managing internal projects 28
  25. Programme ManagementPlanning and managing internal programmes and projects 29
  26. Change Management Planning and managing change programmes, projects, initiatives and activities 30
  27. Customer Experience StrategyResearch, scoping, developing and implementing a CE strategy 31
  28. Net Promoter Score ImplementationImbedding NPS into your business operations and continualimprovement 32